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Salary: USD 81,000 - 135,000 / annual
ShipBob is seeking a Senior Merchant Success Manager to provide world-class support and drive growth and retention for enterprise and strategic merchants. This is an individual contributor role reporting to the Manager of Merchant Success.
In this role, you will:
- Serve as a trusted strategic partner to ShipBob's complex middle-market merchants who are expanding into new markets, diversifying fulfillment, and scaling rapidly
- Identify and deeply understand merchants' unique business needs and deliver exceptional value aligned to their goals
- Manage strategic business reviews, communicate business and industry insights, and drive tactical account planning with executive-level stakeholders
- Work closely with internal teams and stakeholders to continuously improve the merchant experience and identify opportunities for expansion
- Build positive relationships, advocate for merchants internally, and establish trusted partnerships that drive lasting results
- Develop and execute account strategies that maximize merchant success and lifetime value
- Communicate proactively with merchants on performance metrics, best practices, and growth opportunities
- Collaborate cross-functionally with product, operations, and other teams to resolve complex merchant issues and implement solutions
You will be comfortable managing sophisticated accounts, presenting business insights, and aligning strategic relationships at the C-level. Success means building strong partnerships, being a merchant advocate, and driving measurable business outcomes.
REQUIREMENTS:
The posting does not explicitly state specific years of experience, education, or technical certifications required. However, the role emphasizes the need for experience managing enterprise/strategic accounts, comfort with executive-level communication, ability to conduct strategic business reviews, and demonstrated success in customer success or account management roles. Candidates should have strong analytical, communication, and relationship-building skills.
